• Lead a team that converts customer and interaction data into measurable business improvement. • Oversee and guide your team to deliver superior insight capabilities, operational reporting, and CX analytics. • Manage the performance and engagement of your staff to optimize processes and maintain the highest quality standards in insight generation. • Support account leadership, operational leaders, and internal business partners in achieving or exceeding organizational goals. • Build, develop, and lead teams responsible for CX listening, interaction analytics, and insight delivery. • Guide the creation of journey‑level views of the customer experience by stitching together structured and unstructured data across channels. • Establish and lead routines that leverage reporting and insight tools to drive performance and ensure actionable, decision‑ready insights. • Partner with business, CX, and operations leaders—including WFM, Training, and QA stakeholders—identify opportunities to improve delivery of operational products, services, and capabilities. • Drive operational excellence by adopting standard operating procedures and establishing clear metrics, insight narratives, and reporting standards. • Own the insight‑to‑action lifecycle, including prioritization, delivery, adoption, and impact tracking. • Lead executive readouts, presenting findings, implications, and recommended actions. • Create conditions for team success by removing obstacles and championing change. • Identify and manage existing and emerging risks and implement strategies to mitigate them.

• Drive growth in aftermarket sales • Collaborate closely with distributors and customers • Lead execution of sales programs and events • Develop comprehensive annual aftermarket sales strategies • Analyze regional sales performance • Act as a trusted advisor to distributors and partners • Equip distributors with sales tools and resources • Conduct aftermarket sales training sessions • Utilise data analysis to identify areas for improvement • Devise strategies for partners to enhance customer satisfaction

• Develop comprehensive cross-functional integration plans for acquired businesses and lead post-deal planning. • Drive the back-end execution of M&A transactions to full integration including integration due diligence, strategy, planning and execution and partner closely with the M&A, business and functional leaders to create value from M&A. Meet or exceed operational targets in terms of timing and retention. • Collaborate effectively with internal stakeholders, including executive leadership, legal, finance, HR operations, and other relevant teams, to ensure alignment and execution of integration activities. • Continue to improve the company's M&A integration approach in alignment with overall business objectives and the evolution of our operations. • Drive change management approach and build communications infrastructure to efficiently and consistently manage employee experience through integrations.

• Lead external and customer-focused professional education programs and initiatives • Collaborate with healthcare professionals and sales for training needs assessments • Develop strategy and content for education programs • Create and analyze program metrics, measure effectiveness and identify opportunity areas • Develop, foster and maintain internal and external partnerships for feedback